Regional HR Shared Services Leader

Empresaconfidencial

Ciudad de México

On-site

MXN 1,200,000 - 1,800,000

Full time

8 hours ago

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Job summary

Empresaconfidencial is seeking an experienced people leader to oversee a regional HR service center, delivering consistent, employee-centered support across markets. The role focuses on service delivery, performance governance, and the evolution of digital and AI-enabled HR assistance.

You'll lead through managers, develop leaders, manage escalations, and partner with cross-functional teams to simplify processes, expand self-service, and balance human support for complex cases while upholding

Qualifications

8+ years of progressive experience in HR operations, shared services, contact center operations, or high-volume case management.
3+ years of people leadership experience, including management of managers, supervisors, or team leaders.
Demonstrated ownership of service-level agreements and performance metrics such as average handle time, first-contact resolution, customer satisfaction, and case resolution.
Experience improving service delivery through process optimization, self-service, automation, or AI-enabled customer support solutions.
Experience leading teams or collaborating across countries, cultures, and stakeholder groups.
Fluency in Spanish and English, with the ability to communicate effectively with regional and global partners.
Strong stakeholder management skills; experience working with external service providers or business process outsourcing partners is an advantage.
Bachelor's degree or equivalent practical experience.
HR certifications (PHR, SPHR, SHRM-CP, SHRM-SCP) and/or Lean or Six Sigma credentials are preferred.

Responsibilities

Lead regional service center operations: Oversee day-to-day delivery across multiple markets, ensuring service-level commitments, timely case resolution, customer satisfaction, and consistent operating standards.
Develop leaders and teams: Coach and develop managers, supervisors, and team leads; build succession plans, strengthen accountability, and create an environment focused on continuous improvement.
Manage escalations and sensitive cases: Provide leadership on complex or high-impact employee inquiries involving HR services, payroll, benefits, and exceptions requiring sound judgment and discretion.
Drive workforce planning: Develop staffing, scheduling, and capacity plans that align resources with service demand, seasonal peaks, and changing business needs.
Advance digital and AI-enabled support: Partner with technology and process teams to improve self-service, virtual-agent capabilities, routing, and automation, while supporting adoption and ensuring effective human escalation paths.
Establish performance governance: Build and review dashboards, service routines, controls, and root-cause analyses to address recurring issues and improve the end-to-end employee experience.
Partner across the organization: Work with HR, technology, operations, external service providers, and other stakeholders to align priorities, resolve issues, and deliver consistent service.
Scale best practices: Identify opportunities to standardize processes and share successful practices across markets while accounting for local requirements and needs.